Summary
The primary advantage of a customer service-focused bot is that it can engage with your customers to provide a personalized self-service support experience. The bot can communicate with the customer in a natural language conversation just as a human agent would. This feature allows customers to self-support and obtain assistance on common issues. It also frees agents to focus on more complex issues. Organizations that use Omnichannel for Dynamics 365 Customer Service and Microsoft Copilot Studio can create an integrated scenario where conversations can be routed to a Microsoft Copilot Studio bot first. And then if needed, it can seamlessly route the conversation along with its context to a human agent. Omnichannel for Customer Service routes and distributes the conversation to the next available agent.
This module examined how organizations can use Microsoft Copilot Studio and Omnichannel for Customer Service to create an integrated support solution, including:
Providing a high-level overview of how the two applications can be used together to create an integrated solution with a seamless handoff between them.
Reviewing the process for creating an application registration in Microsoft Entra ID to use with a Microsoft Copilot Studio bot.
Explaining how to configure a Microsoft Copilot Studio bot to trigger an agent handoff and send it to an Omnichannel for Customer Service instance.
Examining the process to configure a bot user in Omnichannel for Customer Service and associate it with different queues to implement handoff back and forth between applications.
Your next step would be to gain a deeper understanding of the other tools that are available for Omnichannel for Customer Service to further enhance the agent's experience. This learning would include examining how Dynamics 365 Productivity Tools can be used to facilitate automation and provide agent guidance with features such as agent scripts and smart assist.